You will be working within a team providing IT support, initially carrying out routine checks and assisting end users to log support tickets. You will quickly progress to providing IT support by phone and using remote support tools and visiting clients on site, regularly attending meetings in central London and the Hatfield area.
You will be supporting traditional Microsoft server-based systems as well as cloud solutions such as Office 365, Azure and Amazon Web Services.
You will be joining a young dynamic company in a role which will be well mentored and will provide a variety of opportunities to learn. You must be flexible and be able to assist in several areas this will include support,customer service and project work.
Reporting to the lead consultant / managing director your duties will include:
Install, support and service business customers
Handle telephone calls and emails from clients and create support incidents as needed
Carry out regular checks and processes
Provide 1st line support to clients - via telephone, email and remote working
Provide onsite support to clients
Identify areas for improvement within support to improve service delivery to clients
Strive to improve communication both internally and with clients
Additional duties as deemed appropriate to the role and business need
Part of this role includes the requirement to maintain excellent relations with the customer and other resolver groups, guiding and aiding effective incident resolutions.
As the first line of contact with customers you must always maintain a professional and corporate image of the company.Training:Level 3 Information Communications Technician Apprenticeship Standard:
The classroom training for the ICT apprenticeship comprises of 4 modules
Each module takes 1 week, and the apprentice will attend this in an online classroom with their designated JBC trainer
When the classroom training takes place will be agreed at the Induction meeting between Employer, Apprentice and JBC Skills Trainer / Mentor. We advise a bi-monthly approach to each module
The full 5 days will be required on the training weeks, and the apprentice must be in a quiet, suitable environment for learning to take place. This can either be in the workplace or at home. The class sizes are small (Max 10 learners) so that discussions and assessment can take place between apprentices, peers, and trainers
The 4 ICT modules are:
Networking Fundamentals
Mobility and Operating Systems
Cloud Fundamentals
IT and Business Principle
JBC delivers this apprenticeship over 16 Months total. This is made up of a 13-month training period and a 3-month assessment period that is known as EPA (End-Point Assessment.)
On the apprentice’s successful completion of the end point assessment, the apprentice will receive the following:
Level 3 Information Communications Technician Apprenticeship Certification
This apprenticeship is recognised for entry on to the Register of IT Technicians and those completing their apprenticeships are eligible to apply for registration.Training Outcome:
As well as the chance to receive full on the job training throughout, by the end of the apprenticeship you’ll have gained nationally accredited qualifications
The company also aim to offer the apprentice a permanent role at the end of the training (subject to successfully completing course and objectives.)
Employer Description:FreshStance bring a fresh approach to IT Managed Services. We advocate cloud solutions to empower businesses and accelerate growth.
Since 2015, the company has been providing IT support and project services to other small businesses in fields like medicine, finance, charities and many more. The company use a range of technologies including traditional servers and infrastructure and cloud solutions from Microsoft and Amazon Web Services as appropriate to the customer and their IT needs. Proactive management of systems and fast, efficient telephone support enables our customers to deliver their services smoothly.Working Hours :Monday - Friday, 9.00am - 5.00pm.Skills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Analytical skills,Logical,Team working,Initiative,Non judgemental,Patience,Knowledge of MS Workstations,Knowledge of MS Office,Motivated,Knowledge of Operating Systems,Knowledge of Microsoft Server,Knowledge of Cloud Server,Knowledge of wired networks,Knowledge of wireless networks,Knowledge of hardware,Telephone etiquette....Read more...
